Refund/Dpd lost my 2grand pc

[feargal]

So as the title says Dpd have said my package has went missing in transit and they've no idea where it is an are investigating. The PC which cost two grand was due to arrive yesterday and showed as leaving the hinkley hub on its way to magherafelt which is in the north of Ireland at 00.24 on the 16th. This was then updated to it's at the Bham hub at 05.15 on the 16th and is on it's way to magherafelt followed by a further update at 07.18 saying there's a delay with your parcel at our hub. I phoned Dpd earlier today 10am approx, they said the package is missing and offered nothing other than saying this and to contact PCSpecialist. I spent another hour on the phone in queue to get to speak to Paolo at PCSPecialist who said he'd open up a ticket with DPD and get back to me this evening with some sort of update. Paolo didn't get back to me so I phoned DPD who said a ticket was opened but as yet they have no idea where the package is, it could turn up it may not turn up and basically don't contact us for updates to contact PcSpecialist. My questions to anyone who reads this are - is this normal for a package to go missing and quickly turn up? Am I entitled to an immediate refund or do i have to wait until the investigation is over? I've got in touch which pc specialist to ask for a refund so i can go and buy with a competitor who hopefully won't lose a 2k order so easily and will maybe get in touch with me to let me know what's going on if that ever where to happen. I'm just looking for some advice from people with maybe similar experiences. I'd prefer to have the pc i ordered but I don't wanna wait a week or more for investigations and such before a refund as I've already been waiting on the whole build process and was super excited for it to arrive only to be badly let down.
Thanks

 

[Michelle]

HI Feargal - we are almost in the same situation - except one of our two PCs have arrived, and is in a very sorry damaged and unusable state. I have sat on the phone, emailed the person I was instructed to and have no reply yet at all. Really concerning when the PC Specialist staff was not even able to confirm if both PCs were in the same ripped parcel. Really not happy - and no further on with a pathetic ripped box not fit to transport a cuddly toy sitting in the hallway with a damaged POC and one still missing

 

[Resistance100]

So as the title says Dpd have said my package has went missing in transit and they've no idea where it is an are investigating. The PC which cost two grand was due to arrive yesterday and showed as leaving the hinkley hub on its way to magherafelt which is in the north of Ireland at 00.24 on the 16th. This was then updated to it's at the Bham hub at 05.15 on the 16th and is on it's way to magherafelt followed by a further update at 07.18 saying there's a delay with your parcel at our hub. I phoned Dpd earlier today 10am approx, they said the package is missing and offered nothing other than saying this and to contact PCSpecialist. I spent another hour on the phone in queue to get to speak to Paolo at PCSPecialist who said he'd open up a ticket with DPD and get back to me this evening with some sort of update. Paolo didn't get back to me so I phoned DPD who said a ticket was opened but as yet they have no idea where the package is, it could turn up it may not turn up and basically don't contact us for updates to contact PcSpecialist. My questions to anyone who reads this are - is this normal for a package to go missing and quickly turn up? Am I entitled to an immediate refund or do i have to wait until the investigation is over? I've got in touch which pc specialist to ask for a refund so i can go and buy with gladiator pc who hopefully won't lose a 2k order so easily and will maybe get in touch with me to let me know what's going on if that ever where to happen. I'm just looking for some advice from people with maybe similar experiences. I'd prefer to have the pc i ordered but I don't wanna wait a week or more for investigations and such before a refund as I've already been waiting on the whole build process and was super excited for it to arrive only to be badly let down.
Thanks

If the PC is lost. DPD will be able to confirm once I’ve finished there investigation which they will then contact PCS to inform the outcome who will then contact you.

I’d imagine PCS can’t do anything until DPD completes their investigation as the PC will be insured, and if found lost or missing DPD will be liable for it.

 

[feargal]

Hey Michelle,
Yeah I've just been reading your thread and getting more frustrated and angry when reading and seeing the stuff you're going through also. The lack of communication and having to chase things up in hour long queues is the worst part. Happy to take our money but once there's a problem we're at the back of the queue as plenty of fresh money to take. I don't even trust the pc now if it arrived after seeing your thread. Maybe someone is tampering with the packages, looking for stuff to steal/replace with damaged components. Who really knows what's going on if they have so little accountability and stuff can go missing or get damaged and no one seems to have a clue. I'm really not happy and at this point would just prefer a refund and write off the month I've been waiting on the PC and buy with someone who uses a more reliable courier with better tracking and more trustworthy.

 

[feargal]

If the PC is lost. DPD will be able to confirm once I’ve finished there investigation which they will then contact PCS to inform the outcome who will then contact you.

I’d imagine PCS can’t do anything until DPD completes their investigation as the PC will be insured, and if found lost or missing DPD will be liable for it.

I have no contract with DPD tho so surely I should be able to get a refund now and PCS can chase up their contract with DPD?

 

[scarpa1]

It will take some time to sort this out I would think, PCS can't do a lot currently until they know what DPD have found or not found, excuse the pun.
This won't be something like Amazon where you contact them say my order hasnt turned up by the said delivery date and you have a refund in 10 seconds, 2 grand PC gone missing will take some time.
Its probably just held up at customs and someone has lost the paper work.

Not sure why DPD said to call PCS, surely this is all on DPD as they are the ones who currently should have the PC.

 

[Resistance100]

I have no contract with DPD tho so surely I should be able to get a refund now and PCS can chase up their contract with DPD?

Yep that’s correct. Given that you’ve confirmed that PCS have opened a case with DPD they need confirmation that it is lost, once it is i imagine they will ask you how you want to proceed, refund, new Pc etc.

They won’t be able to process a refund until it’s confirmed it’s lost.

 

[feargal]

It will take some time to sort this out I would think, PCS can't do a lot currently until they know what DPD have found or not found, excuse the pun.
This won't be something like Amazon where you contact them say my order hasnt turned up by the said delivery date and you have a refund in 10 seconds, 2 grand PC gone missing will take some time.
Its probably just held up at customs and someone has lost the paper work.

Not sure why DPD said to call PCS, surely this is all on DPD as they are the ones who currently should have the PC.

Well DPD have no contract or obligation to me, their customer is PCS not me so they're saying for me to contact PCS as I have a contract with them. I think I'll phone tomorrow and if it's not located or no updates I will open up a claim with my credit card company for a refund if PCS don't give me one however I'm pretty sure they will have to refund me and they can take it up with DPD as I have zero contract with them. I paid for PCS to deliver me a PC which they haven't, it has gone missing and the fact alone that it's missing and unaccounted for leaves me not to trust the product and entitled to a refund, hopefully anyway. Frustrating but I can wait another month I guess with another company and hope for better service.

 

[Bhuna50]

I have no contract with DPD tho so surely I should be able to get a refund now and PCS can chase up their contract with DPD?

PCS will still be liable for your refund yes, but before paying they have to open the ticket (which they have done) with DPD and get confirmation from DPD that this definitely has gone missing and has not been delivered before contemplating a refund. Sadly, this will take a few days but its out of PCS's hands until DPD deal with the ticket and confirm to them its lost.

 

[feargal]

PCS will still be liable for your refund yes, but before paying they have to open the ticket (which they have done) with DPD and get confirmation from DPD that this definitely has gone missing and has not been delivered before contemplating a refund. Sadly, this will take a few days but its out of PCS's hands until DPD deal with the ticket and confirm to them its lost.

I get ya, a few days won't be so bad as long as it's not a process that's gonna take weeks. Guess I'll see tomorrow, fingers crossed!

 

[scarpa1]

Well DPD have no contract or obligation to me, their customer is PCS not me so they're saying for me to contact PCS as I have a contract with them. I think I'll phone tomorrow and if it's not located or no updates I will open up a claim with my credit card company for a refund if PCS don't give me one however I'm pretty sure they will have to refund me and they can take it up with DPD as I have zero contract with them. I paid for PCS to deliver me a PC which they haven't, it has gone missing and the fact alone that it's missing and unaccounted for leaves me not to trust the product and entitled to a refund, hopefully anyway. Frustrating but I can wait another month I guess with another company and hope for better service.

16th was only yesterday, we had someone on here before Christmas post their order seemed to be lost but all was sorted a few days later.

As for mentioning competitors, criticizing PCS in another thread for using DPD and not respecting the customer for using a unreliable and unaccountable courier them maybe you should research whothey use as a delivery service before using them.

PCS can't do anything until DPD sort their end out, you mentioned DPD said a ticket had been opened so PCS have done their part so far.

Sorry for being blunt and understand your frustration with your PC not arriving yesterday but as Ive said, it will take more time to sort this than 1 day.

 

[SpyderTracks]

I have no contract with DPD tho so surely I should be able to get a refund now and PCS can chase up their contract with DPD?

That's not how it works I'm afraid, as with anything like this DPD have to have a window to make right their mistake.

I appreciate how upset you both are, but please appreciate that even for matters this important, everyone in the world is having to wait longer and be more patient to get a resolution. It's with everything.

Try to see things from PCS perspective at how hard they are having to work through pretty dangerous circumstances.

Your issue WILL be resolved, either by refund, or replacement PC, or DPD finding the original package.

We are all facing issues like this in every walk of life at the moment, from the mailman, to deliveries, to getting your car fixed.... absolutely everything is taking longer than we're used to.

Just need to have some patience.

 

[Resistance100]

I get ya, a few days won't be so bad as long as it's not a process that's gonna take weeks. Guess I'll see tomorrow, fingers crossed!

With respect. No one has said it will take weeks but yourself. The fact PCS were expecting to get back to you tonight, suggests DPD complete their investigations quickly. I’d imagine most of the investigation can’t be completed until the driver returns to the depo/comes in for their next shift where they can confirm the outcome. (My experience in a previous job)

I get that it must be frustrating, lost orders are never fun but going on what you’ve described. PCS opened an investigation straight away (you even contacted DPD to confirm) and have said they will get pack to you to follow up. That’s more than reasonable in my opinion for a lost parcel. Given experiences we see on here PCS will always resolve the issue. However something like this can’t be resolved straight away as it involves a 3rd party.

 

[feargal]

16th was only yesterday, we had someone on here before Christmas post their order seemed to be lost but all was sorted a few days later.

As for mentioning Gladiator PC, criticizing PCS in another thread for using DPD and not respecting the customer for using a unreliable and unaccountable courier them maybe you should research who gladiator PC use as a delivery service before using them.

PCS can't do anything until DPD sort their end out, you mentioned DPD said a ticket had been opened so PCS have done their part so far.

Sorry for being blunt and understand your frustration with your PC not arriving yesterday but as Ive said, it will take more time to sort this than 1 day.

I don't mind you being blunt, clearly I'm frustrated when giving my views and yeah it's only been 1 day. The reason I said a competitor was because I used them before and their customer service was fantastic. I should've used them this time but went for a little bit of saving which in hindsight was silly as I saved my 100quid which isn't much in terms of a 2grand order. I'm frustrated that I was told someone would get back in touch with me today to give me an update which they did not. (I spent approx 3hrs on the phone today trying to get this resolved or get some sort of update, no live chat, no email replies etc) Also hearing Michelle's story in one of the other ongoing threads it has just made me regret shopping with PCS. Maybe it's some rare cases and I'm being unfair but I can only describe my experience.

 

[SpyderTracks]

I don't mind you being blunt, clearly I'm frustrated when giving my views and yeah it's only been 1 day. The reason I said a competitor was because I used them before and their customer service was fantastic. I should've used them this time but went for a little bit of saving which in hindsight was silly as I saved my 100quid which isn't much in terms of a 2grand order. I'm frustrated that I was told someone would get back in touch with me today to give me an update which they did not. (I spent approx 3hrs on the phone today trying to get this resolved or get some sort of update, no live chat, no email replies etc) Also hearing Michelle's story in one of the other ongoing threads it has just made me regret shopping with PCS. Maybe it's some rare cases and I'm being unfair but I can only describe my experience.

Your issue isn't with PCS, you're being very hard on them for their couriers mistake, which quite frankly could still be easily resolved.

You're free to shop with who you like, but please no references to competitors on the forum, it's part of the forum rules.

 

[scarpa1]

I don't mind you being blunt, clearly I'm frustrated when giving my views and yeah it's only been 1 day. The reason I said gladiator pc was because I used them before and their customer service was fantastic. I should've used them this time but went for a little bit of saving which in hindsight was silly as I saved my 100quid which isn't much in terms of a 2grand order. I'm frustrated that I was told someone would get back in touch with me today to give me an update which they did not. (I spent approx 3hrs on the phone today trying to get this resolved or get some sort of update, no live chat, no email replies etc) Also hearing Michelle's story in one of the other ongoing threads it has just made me regret shopping with PCS. Maybe it's some rare cases and I'm being unfair but I can only describe my experience.

Its possible PCS didn't get back as DPD haven't got back to them yet in regards to where the PC is.

I mentioned the comptetitor because they use DPD too.

Both yours and Michelle's problems are with either missing or damaged goods, both are on DPD for the main part currently. PCS will be doing what they can as they won't want a 2 grand PC in the wind or a damaged one in Michelle's case, and a missing one it seems.
It will take a few days at least to sort this, maybe more for you as you are in NI so customs hold ups can play a part.

 

[ubuysa]

I don't mind you being blunt, clearly I'm frustrated when giving my views and yeah it's only been 1 day. The reason I said a competitor was because I used them before and their customer service was fantastic. I should've used them this time but went for a little bit of saving which in hindsight was silly as I saved my 100quid which isn't much in terms of a 2grand order. I'm frustrated that I was told someone would get back in touch with me today to give me an update which they did not. (I spent approx 3hrs on the phone today trying to get this resolved or get some sort of update, no live chat, no email replies etc) Also hearing Michelle's story in one of the other ongoing threads it has just made me regret shopping with PCS. Maybe it's some rare cases and I'm being unfair but I can only describe my experience.

I understand your frustration, international deliveries are a nightmare at the moment, and living in Greece I'm only too well aware of that. COVID has slashed the number of ships and planes travelling internationally and Brexit has thrown a major spanner into the delivery mechanisms for almost all UK exporters. It's only been a day and your package has to be somewhere. This is not dissimilar to flying to Washington DC and finding your luggage is in Moscow - at the time it feels like the end of the world, but it gets sorted. So will this.

It is unfortunate that we seem to have two delivery problems at the same time. I don't know how many builds PCS have shipped in the last 24 hours but it will number in the hundreds, they have an order book that's regularly in the thousands. Every build should arrive safely, but life isn't like that unfortunately and these two screw-ups represent a miniscule proportion of the number of builds that PCS ship.

 

[KippleKat]

I used to temp for City Link waaay back in the day before they went bust and dealt with missing parcel claims. The standard process will be an investigation where the courier will grill the driver about the parcel and see if they can be located, if it can be then a delivery will be re-arranged to the customer. If they can't locate it then they'll pay out compensation to the seller (PCS), but it usually has to go through a few admin hoops and then finance sign off before they send the cash, so it can take a little time to get back to the seller and then the customer.

It's naff that DPD have lost the computer, but it's not a PCS issue as they entrusted it to the courier to deliver. The courier has messed up and will be refunding PCS so they can refund you or issue a replacement.

 

[Ash_]

You aren’t going to lose money. The pc is pcs’s responsibility until you sign for it. If it’s lost in transit, pcs will simply claim it back from DPD

 

[NoddyPirate]

I think it worth metering your expectations a little here. The claims process with a courier for lost or damaged itmes can take quite a while. In the current environment it may even take longer. I sincerely hope it doesn't of course, but:

Firstly, you will see all over the forum that many people are seeing deliveries take a lot longer than usual. My order shipped today and shows due for delivery on Friday, but I already know that won't happen. If/when it doesn't show I won't panic about it being lost for quite a long time yet. Try not to panic and believe that there is no hope. It is very early days yet.

Secondly, online sales - or distance selling more accurately - generally works out very well for the majority - but there is also a constant trickle of people who have items go missing or get damaged. It actually happens every day to a chosen few. We regularly forget that when we click and buy there is ALWAYS a risk no matter what you buy and no matter what you spend. This must be kept in mind. It is not the sellers fault.

Finally, If something does go wrong, it will always take a while to sort out - it is the nature of the beast. The following is not to scare you at all - but just to let you know of typical timeframes for this sort of thing. Every online order you ever bought would have been subject to similar possibilities - although as a previous poster said - cheap and cheerful items allow Companies to offer instant resolution - but a custom made 2k PC is not in that category. Anyway, here is part of the Fedex T's&C's:

And here is my wonderful Irish postal service:

I couldn't quickly find DPD's details but I doubt they will be an outlier. Again, I don't think it will take this long - but you really need to try to be patient and let the process see itself out.

So in summary - PCS are not to blame - these things happen - all the time - it will get resolved - even if that only means a refund and no computer for you - but it should be clear that you will suffer exactly the same odds of a problem no matter who you buy from - and you always have....

The best of luck!!

(EDIT! - It is also important to stress that your PC could just as easily show up in a few days also! A missed scan could be all it takes sometimes. Sit tight!!)